1. Open tracking reports aren’t showing up
If you had “Open Tracking” checked and still aren’t getting Open Reports, it’s likely because your email was sent as Plain Text rather than HTML email. This can be adjusted in the lower right corner of the Gmail Compose window here:
We recently discovered a bug where if you started by connecting to a Google Sheets spreadsheet or by using “Build Email List” button, then the Compose that launched defaulted to Plain Text mode. Unless you set it to HTML yourself or you took an action in the editor, like making text bold, adding an image or hyperlink, then your email might have been sent as Plain Text and opens wouldn’t have tracked.
We’ve now resolved this, however, so that the Compose will always load in HTML mode, so you won’t need to adjust this yourself.
Some users have reported they can’t find the Reports, even though they are present. There is a tiny expansion arrow to the left of the “GMass Reports” label. Be sure to click that to see the sub-Labels, which include Open Tracking, Click Tracking, and Unsubscribes.
2. Mail-merge personalization didn’t work
If you used personalization variables in your Subject or Message like “FirstName” or “LastName”, surrounded by of course, and the right value wasn’t substituted, there are two likely causes:
a. You used the wrong personalization buttons. If you connect to Google Sheets, then two sets of personalization buttons would show under the Settings arrow: the Google Sheets personalization buttons and the standard First Name, Last Name, and Email Address buttons that you can use even when you don’t connect to Google Sheets. If you used one of those buttons instead of the Google Sheets buttons, personalization could fail or default to the fallback values. We are about to improve the user experience, however, so that these buttons won’t appear when you connect to Google Sheets.
Update Feb 1, 2016: Only one set of personalization buttons will now appear.
b. You connected to Google Sheets, but the column containing email addresses had a space or “newline” character before or after the email address. That would have prevented personalization from working because it prevented our code from matching that row in the spreadsheet to the actual email recipient.
Update: We’ve corrected for that now, however, so go ahead and fill your cells with whitespace, because GMass will still elegantly handle it.
c. You connected to Google Sheets, but your spreadsheet wasn’t formatted properly. The first row in your spreadsheet should contain column headings, like “First Name”, “Last Name”, “Email Address”, “Company”, etc. The actual data should start on the second row.
3. Emails take too long to send
Our system was just too busy.
Update December 2015: This issue has been resolved. a) We re-architected a portion of our code so that sending is super-fast now. Now, your campaign should always start sending within 60 seconds, unless of course you’ve scheduled it for the future. We’ve also disabled the “Save list as” function, because it is slow, and because we’re developing a feature which will eliminate the need to save a list entirely: you’ll soon be able to choose the recipients of any past email campaign to load into the To field.
4. The GMass buttons disappeared
If you’ve experienced a disappearing GMass button, it’s likely due to:
a. Extension has become disabled. In rare cases, the GMass extension may have become disabled. Type “chrome://extensions” in your address bar, and make sure the checkbox is checked next to GMass.
b. Conflicts with another browser extension. Several users have reported that they had Sidekick by Hubspot installed, and that prevented the GMass button from showing. Go to chrome://extensions and try disabling other extensions, but leave GMass enabled, and then reload Gmail in Chrome.
c. Failure to reload Gmail after installation. If you installed GMass but then didn’t re-load Gmail in your browser, the buttons may not show.
d. The GMass server is down. If the GMass server has gone down, the buttons will also disappear until the server comes back up. This is rare, but be sure to check the GMass Twitter feed for any reports of outages.
5. Clicking the GMass button has no effect
Stay tuned for our announcement later this week! We’re releasing a feature that will let you send email campaigns to up to 10,000 people at a time!
Ajay is the founder of GMass and has been developing email sending software for 20 years.